SLA Definitions Incidents: How to use calendar with city-specific holidays?

Elton2 · ‎03-28-2025

Hi everyone, how are you?!

After the user opens INC using the Form via Portal and submits it, the INC will be handled by the Resolver in the Backend.

All Resolvers are from the Capital of São Paulo - Brazil, I have already configured "Schedule: 8-5 weekends excluding holidays" and "Timezone source: The caller's time zone". (img1).

Note: Will simply changing the Time Zone to "Floating" recognize all local holidays? (img2) All Resolvers are from the same region of São Paulo - Brazil, so they need to follow only the holidays of this region of São Paulo.

Does anyone know how I can do this? Is there a default feature of SN?

Thanks for your support!

Dr Atul G- LNG · ‎03-31-2025

Hi @Elton2

This is a time zone which works on schedule but does not control or help the holiday. Holiday We need to configure it as a child schedule only then it work. You can connect with client to get list of holidays.

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View solution in original post

Dr Atul G- LNG · ‎03-28-2025

HI @Elton2

No, making the time zone floating will not resolve the issue. You need to add the holidays in the child schedule; only then will the SLA run on holidays.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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Elton2 · ‎03-28-2025

Hi @Dr Atul G- LNG ,

Thanks for your return.

I was checking here and there is a option call " America / Sao_Paulo".

Dr Atul G- LNG · ‎03-28-2025

Can u send screenshot please.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Elton2 · ‎03-31-2025

Hi @Dr Atul G- LNG , how are you?!

Yes! Of course,

There is a options as "American / Sao Paulo", maybe it must working, however I dont know if it get all the holidays.

Best regards, 😉